FRONT OFFICE 1

Telephone
Service
Vischa Mansyera Pratama, M.Pd.
UNIVERSITAS NEGERI PADANG

HOTEL MANAGEMENT
TOURISM DEPARTMENT
FACULTY OF TOURISM AND HOSPITALITY
Overview
Introduction 01
Readiness Activity 02
Job Desc 03
SOP 04
Types 05
Case Study 06
 Introduction
Telephone service is the activity of connecting telephone conversations
from a hotel or vice versa with the help of a device called a
SWITCHBOARD which is differentiated into PRIVATE BRANCH EXCHANGE
(PMBX) and PRIVATE AUTOMATIC BRANCH EXCHANGE (PABX)
Readiness Activity
Kindly click the link and watch the video:
https://www.youtube.com/watch?v=wxh4HLeIV7s

In your opinion
Based on the video, what are the notes you got from it in handling
phone call?
Job Desc
Telephone Operator is a very important section in the Front Office
Department. The Telephone Operator Section is led by a Chief
Communications Officer or Chief Telephonist.

The main duties of a telephone operator:

01 02 03

Receive calls from Connect the telephone to Handle telephone bills for
outside and inside the the intended section or guests who make
hotel. department. telephone calls outside
the hotel.

04 05 06
Handling music for the Control fire alarms
Handle wake up calls
lobby and public areas.
Receiving and Connecting Call
Telephone Operators must follow telephone reception standards
determined by each hotel, including:

01 02 03
Telephone operators always The telephone must be answered The telephone operator asked for
answer calls with a friendly and before the third ring. This is to the name of the caller, and wrote it
polite voice. ensure that the hotel will always down in a notebook that was
provide fast and professional always available in front of him. This
service. is important because it serves a lot
of callers, so sometimes it's easy to
forget.
Receiving and Connecting Call
Telephone Operators must follow telephone reception standards
determined by each hotel, including:

04 05
When connecting the telephone If the person at the intended extension picks up the telephone, the
to the requested extension, the Telephone Operator asks whether they will accept the call from the
Telephone Operator politely asks caller. If so, the telephone connection can be disconnected, but if you
the caller to wait a moment. don't want to accept, the telephone operator can say that the person
concerned has a guest, and offer the caller to leave a message.
Receiving and Connecting Call
Telephone Operators must follow telephone reception standards
determined by each hotel, including:

06 07
If a caller asks for the guest room number, the Telephone Operator must The received message must be
not provide it. This relates to guest privacy which must always be immediately delivered to the
maintained. Telephone Operators may say that "Sorry, we are not recipient. Messages for hotel
permitted to convey guest room numbers." If the intended guest does not managers or employees can be
answer the telephone in the room, the Telephone Operator will offer the placed in the pigeon holes of each
caller to leave a message or to call again at another time. department, while messages for
guests must be immediately sent to
the room by the Bell Boy in a sealed
envelope.
Receiving and Connecting Call
Telephone Operators must follow telephone reception standards
determined by each hotel, including:

08 09
If the hotel uses a computer system that has a Requests for outgoing connections, whether by
message feature, the Telephone Operator will guests or department heads or other managers,
type a message in the message feature of the must be recorded neatly in the request book, so
room in question, print it, and send it to the they don't forget. If the request has been
room, then activate the message feature in connected, the Telephone Operator will put a
the system, so that the message light on the cross, which means the connection request has
telephone in the guest room turns on. been completed.
 connections between departments or between sections
This type of connection is all telephone connections that take

01 place within a hotel or company, whether they occur from one

department to another or from one extension to another by
employees or guests staying at the hotel.

Local Connection (Local Call)

Types of Telephone 02 Local connections are connections that occur within one city or
area with the same area code. These telephone calls are usually
frequently made by employees or guests. There is usually no
Connections charge for this connection.

The main task of a Telephone Operator is Long Distance Connection (Interlocal Call)
to receive and connect telephone lines.
03 A long-distance connection is a connection made from city to
city or from island to island with a different regional code but
within a country's territorial boundaries, with a code formula
The types of telephone connections that
generally apply in hotels can be divided
International Call
into four types of connections, namely:
04 International connections are long distance connections (SLJU)
made from one country to another. This connection can be made
directly from the guest room or by asking for help from the telephone
operator on duty to connect the connection. With code formula
 Types of Outgoing Telephone Services

On Line Collect Call/Transferred Charge Calls Long Distance Calls

namely a situation where the destination telephone is namely a telephone conversation requested by often also called long-distance connections, namely
being used. Usually the person who says on line is the someone in which the telephone credit payment is telephone conversations with the aim of going to
operator or receptionist. charged to the recipient of the telephone or to the another city/region but still within the same country
owner of the telephone number being addressed.
 Types of Outgoing Telephone Services

City Calls Personal Calls SLI (Sambungan Langsung Internasional)

usually called local connections, namely telephone namely the activity of calling via telephone operator, namely telephone connections abroad. Example: from
conversations made from one place to another within where the telephone can only be connected to him if the Indonesia to Singapore. How: press 001-press the
one city/region. person being addressed is present, is recorded as a country code-press the area code-press the number
personal expense expense. you want.
 Types of Outgoing Telephone Services

SLJJ (Sambungan Langsung Jarak Jauh) International Direct Dial Calls (IDD Calls) Extension/Interline
namely calling using an extension number, namely a
namely long distance telephone connections. Method: Dial or namely a request for a long-distance telephone
telephone connection from outside the company/agency to
press the number 100, after the operator answers, immediately conversation between countries (from one country to
a telephone number located within the company/agency.
state your telephone number, state the name of your office, state another) by dialing the international prefix, country code
For example: there is an incoming call asking to be
the name of the city and telephone number to be addressed, and regional number of the destination country. This
state the type of request desired, regular or immediate. connected to another department with extension number
connection is made through telephone operators. 234.
 Types of Outgoing Telephone Services

Direct Line House Phone Incoming Calls

namely receiving telephone calls from outside the company
namely telephone conversations made by someone namely a telephone facility provided to guests, usually in
via the company's telephone operator. If there is an Incoming
from outside the company without going through a the hotel lobby. The point is that guests can contact the
Call, the line button will light up, then press it and ask who you
telephone operator. Callers can directly dial the telephone number in the hotel directly. For example:
want to talk to. After getting an answer, immediately connect
designated telephone number. calling the intended guest's room number.
to the designated number.
 Types of Outgoing Telephone Services

Out Calls Toll Free Calls Person to Person Calls

namely telephone connections from inside the namely telephone conversations abroad or within the namely a request for a telephone
country with an automatic service system, where the conversation with a message to be
office to outside the office. costs are borne/charged to the person called. Toll Free
Calls, this is usually used in business environments.
connected to a specific person.
 Types of Outgoing Telephone Services

Department To Department Fixed Time Calls

namely the facility to connect with certain people at a
namely telephone connections that occur
predetermined time. This facility can be used if you have
within the company, between one department previously registered with a telephone operator.
and another.
 Others

Fix Time Call Station To Station Call Phone Messages

A telephone connection request is a request for a telephone

whose time is determined by the caller connection via a certain number
with the operator's approval. without specifying the person being
called.
 Phone Messages
A. Listen and Practice
Secretary: Good morning, Parker Industries.
Mr. Kale : Hello. May I speak to Ms. Graham, please?
Secretary: I’m sorry. She’s not in. Can I take a message?
Mr. Kale : Yes, please. This is Mr. Kale.
Secretary: Is that G-A-L-E?
Mr. Kale : No, it’s K-A-L-E.
Secretary: All right.
Mr. Kale : Please tell her our meeting is on Friday at 2:30.
Secretary: Friday at 2:30.
Mr. Kale : And could you ask her to call me this afternoon?
My number is (646) 555-4031.
Secretary: (646) 555-4031. Yes, Mr. Kale. I’ll give Ms. Graham the message.
Mr. Kale : Thank you. Good-bye.
Secretary: Good-bye.

B. Listen to three other calls. Write down the callers’ names.

Tom Lee Susan Brown Kelly

 Grammar Focus
Messages with tell and ask
Statement Messages with a statement
This meeting is on Friday Please tell Ann (that) the meeting is on Friday.
Could you tell her (that) the meeting is on Friday?
Could you tell her (that) the meeting is on Friday?
Would you tell her (that) the meeting is on Friday?
Request Messages with a request
Call me this afternoon. Please ask him to call me this afternoon.
Could you ask him to call me this afternoon?
Would you ask him to call me this afternoon?
Phone Messages
CASE STUDY
Please identify a hotel front office service by telephone when guests
stay. Then make the conversation.
 CASES

SPECIAL REQUEST COMPLAINT RESERVATION

TELEPHONE MESSAGE
FRONT OFFICE 1

THANK YOU!
Vischa Mansyera Pratama, M.Pd.
Lecturer

Jl. Prof.Dr. Hamka